Case Studies

HGS Empowers Agents and Prioritises Wellbeing with Employee Engagement Manager


As a leader in the customer experience space, HGS deeply understands the value of individual moments for brands. After a shift to working from home due to the COVID-19 pandemic changed the workplace structure and operations, the importance of everyday moments for HGS’ internal teams came into sharp focus. The company needed a way to better analyze and improve employee engagement, incorporating new ways to “put your arm around someone” even from a distance, said Ian Birch, a leader in workforce management at HGS. Building off HGS’ established partnership with NICE, HGS upgraded their Employee Engagement Manager (EEM) subscription and engaged with NICE’s Value Realisation Services (VRS).